Why Its Great that Sky Ireland Customer Support is Terrible

As a Sky TV customer myself, I know that their TV and broadband packages are excellent when everything is going well. However, if you have any kind of query or issue, it is very difficult to get a resolution. With any technology service, especially one as large and diverse as Sky TV / Broadband, there are bound to be issues from time to time. Such is the nature of technology. A quick look at the Twitter timeline of @SkyHelpIreland shows that Sky is no different.

Just last week, I myself had an issue with Sky TV that I needed help with. It was related to signing up to an offer and never being granted the promised rewards. So I decided to call Sky. Here is where the litany of problems with their customer service starts. For brevity, I will bullet point:

  • They do not have a non-premium contact phone number meaning calls are expensive.
  • The phone is answered by a talking computer which asks you to describe your problem.
  • The talking computer does not offer great questions
  • The talking computer doesn’t respond to expletives
  • Once in a queue, I waited on hold for 8 minutes, then I was put through to an answering machine, which cut me off and meant I had to dial again
  • More waiting, then I was put through to a helpful customer services rep that advised me the issue would be resolved and she would call me back in a couple of days
  • 4 days later, no contact from Sky but I got an SMS from them asking to rate their service, replying cost money and would be followed by 4 more questions in 4 separate text messages
  • The issue is still not resolved

Given all of this, I still think Sky Ireland Customer Support is excellent. It may seem strange, but here is why. Sky Ireland are a beacon, a shining light, a bastion of what customer service should never be. Sky Ireland caused me to think about ways to make life better for customers of BookingHawk.com. If BookingHawk.com reaches the heights that I hope it will, as long as I am involved, customer support will never stoop to such lows.

This Sky Ireland customer support experience drove me to build two new features into BookingHawk.com. One is a live chat support for any visitors to the site. The other is a live video link for any registered business owners. See both demonstrated in this 50-second video:

Before finishing this post, I would like to say that I do not blame the individual people working the Sky Twitter account or answering the phones in the call centre. They are helpful and do what they can. But what they can do is limited from the top. And for Sky Ireland to improve, it seems like those improvements will need to come from the top. I am also aware that Sky Ireland probably have a few hundred thousand customers and that BookingHawk.com has substantially less. So the new features may not scale well. However, if and when customer numbers go up, we will make sure our customer support grows with it.

Niall

If you know someone that would benefit from online booking, please let me know about them. I will send you a two paragraph email for you to forward to your friend so it couldn’t be less hassle for you to help a couple of Irish businesses to grow! As a thank you, I will help you out with some advice on your website / SEO / Tech Support.

Submit your email address and we can keep you posted on our latest developments and future blog posts.

Comment ( 1 )

  1. ReplyNickname ( required )
    Excellently written.

Leave a reply

Your email address will not be published.

You may use these HTML tags and attributes:

<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>